Support Team Lead

EBITS LLP is a world leader in providing software and hardware solutions for the Aviation Refuelling industry. Our systems are deployed in most of the major international airports around the world; our customers include some of the world’s largest corporations.

We are hiring a Support Team Lead to cover a maternity leave for a minimum of 9 months, likely to extend to 12 months. This role reports to the Director and works closely with the management team.

We are looking for someone with a strong helpdesk, service desk or customer service background who has had a taste of leadership. A technical background is also preferred.

Responsibilities:

• Lead the team, ensure that customers always receive exemplary service.
• Logging, investigating and resolving customer requests and progressing them in line with defined SLAs whilst keeping the customer fully up to date.
• Creation and distribution of internal and external reports.
• Monitoring the service desk system to ensure that all tickets are correctly logged, prioritised and handled within SLA.
• Write and maintain documentation that aids support and the customer (FAQ’s, troubleshooting guides, knowledge base articles).
• Deliver occasional training to customers and colleagues.
• Cover out of hours on call work on a scheduled basis.

Desirable skills:

• Excellent verbal and written English
• SQL knowledge
• Strong mentality
• Excellent organisational skills
• Problem solving skills
• Presentable and confident in presentation/public speaking.